Return
Do you want to exchange, return, or complain about an item? Please register your request via our return portal. This allows us to clearly assign your order and process it faster.
Choose the Appropriate Option
You want to order a different size. The first size exchange per order is free within Germany, provided the exchange conditions are met.
You want to order again later. For store credit, REALSTIL voluntarily covers the DHL label costs within Germany.
You want a refund to your original payment method. If you use our DHL return label, €4.90 DHL return shipping costs may be deducted from the refund amount.
Your item is defective, damaged, or incorrectly delivered. For justified complaints, you will not incur any return shipping costs.
Please have your order number and the email address you used to order ready.
Register ReturnHow the Process Works
Enter your order details, select the appropriate option, and upload the requested photos.
Pack the goods carefully. If a DHL label is provided, please use exactly this label.
After receipt, we will inspect the goods and then process your store credit, exchange, or refund.
What should be considered when returning items?
Please return items carefully and preferably in their original condition. This allows us to review and process your request more quickly.
The goods should be free from foreign odors, makeup traces, sweat, animal hair, or obvious signs of use.
For voluntary returns, we ask you to keep hangtags and the original condition. Your statutory rights remain unaffected by this.
Inspection & Refund
Manual Inspection: After receiving your return, the goods will be inspected at the fulfillment center. This process can take up to 14 working days.
Refund: In the case of a valid statutory withdrawal, the refund will be made according to legal requirements. We may refuse the refund until we have received the goods back or you have provided proof that you have sent the goods back.
If you have questions about the status, please contact our support first. In many cases, we can resolve your issue more quickly directly.
Withdrawal, Defects & Personalized Items
Consumers generally have a statutory right of withdrawal of 14 days for online orders. Details, start of the period, return costs, and the sample withdrawal form can be found on our page. Withdrawal & Returns.
In the case of a legal withdrawal, you are allowed to inspect the goods as you would in a store. Any possible loss in value can only be considered if the goods have been used beyond mere inspection.
For items that are actually made according to your individual specifications, the statutory right of withdrawal according to § 312g para. 2 no. 1 BGB may be excluded. This particularly applies to clearly personalized products, for example with personal name printing, your own text, or individual custom-made items. Such an exclusion is clearly stated in the respective product description.
The voluntary services provided by REALSTIL do not restrict legal rights, especially withdrawal and warranty rights. In case of defects in the goods, your statutory warranty rights naturally remain unaffected.
